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All of Royal Reef's livestock is happy and healthy when shipped out. If something seems to have gone wrong, you must notify us within 24 hours of delivery for refund/credit options to apply. There is no refund on shipping funds unless the carrier (FedEx or USPS) failed to deliver on time and has refunded Royal Reefs for the time delay. Please allow any refunds 2-3 business days to have funds appear back in your account. Royal Reefs highly recommends products to reefers with at least intermediate experience for we are not responsible for any errors in general care or acclimation. General care includes the following: water chemistry, water temperature, over/under lighting, water flow, or animal compatibility). Royal Reefs has handling times of 4 business days but has the right to hold a package up to one week due to extreme weather or animal stress/health conditions. No return of any live animals are accepted.